All Call Centers share the same basic set of characteristics and challenges:
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Consist of coordinated systems of people, processes, technologies and measurements in support of company strategies
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Deal in customer contacts - either inbound or outbound phone calls, e-mail, letters, orders, text chat or click to talk
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Contain trained agents and give them access to the information they need to handle customer issues
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Document each “contact”
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Coordinate with the rest of the organization so they have the most current and accurate information
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Face the challenge of either regularly having more contacts than resources or more resources than contacts
A Call Center by any other name… Yours might be known as:
Contact Center
Customer Service Center
Interaction Center
Sales and Service Center
Service Center
Help Desk
Technical Support Center
Back-Office Operations
Reservations Center
Information Line
Customer Care Center
Hotline
Customer Support Center
Trading Desk
Customer Communications Center
Solution Center
Some things Call Centers should be doing to help your business:
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Improving customer loyalty by ensuring your company is easy to do business with
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Contributing to improvements in quality and innovation by capturing information from customers and using it to focus quality improvement efforts and innovation opportunities
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Enabling more focused marketing efforts by tracking buying trends, capturing customer feedback and delivering services around ever-evolving customer needs
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Improving efficiencies by pooling resources, helping customers to understand and use self-service methods and working with other departments to prevent the need for contacts before they happen
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Increasing revenue by serving as an additional source of information for customers about your products and services
No matter what it's called, your Call Center will be as important as ever in our emerging communications-oriented, customer-driven economy.
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